All persons riding on the Melbourne Star and/or visiting the Melbourne Star Building and/or the Melbourne Star Piazza do so subject to the following Terms and Conditions:

Welcome!

These general terms and conditions (Terms) apply in relation to all ticketing, entry and access to the Melbourne Star Observation Wheel attraction (Attraction). The terms of our Privacy Policy are expressly incorporated and form part of these Terms.  Our Privacy Policy can be found at https://www.melbournestar.com/privacy-policy/.

The Attraction is owned and operated by Sanoyas Rides Australia Pty Ltd ACN 165 079 390 and its related entities (referred to as Melbourne Star, we, us or our.  

We operate the Attraction at 101 Waterfront Way, Melbourne Docklands, Victoria, 3008. (Premises).

In these Terms, “we” and “us” mean Melbourne Star, and “you” means you, the “Guest” and includes you as an individual and/or representative of a company, organisation or trust as applicable.

 

INDEX – TERMS and CONDITIONS

1.    General
2.   Tickets
3.   Code of Behaviour
4.   Health and Safety
5.   Photography and Use of Equipment
6.   Disclaimer of warranties and limitation of liability
7.    Jurisdiction and law
8.   Waiver
9.   Severability
10. Entire Agreement 
11.  Contacting us
12.  Definitions 

1.     GENERAL

a) Your access to the Attraction is subject to the following Terms which may be updated by us from time to time. By purchasing or receiving a ticket to ride on the Attraction or by entering any part of the Premises, you are deemed to have accepted these Terms and have understood them to be binding. It is your responsibility to read and inform yourself as to these Terms.

b) Any variations to these Terms will only apply to ticket purchases made after the Terms have been updated. If you are unclear or do not understand the Terms, please speak to the Duty Manager at Guest Relations (at the Ticket Office) before you take your flight.

c) We reserve the right to refuse entry or remove any person from the Attraction or Premises for failure to comply with any of these Terms.

d) We will endeavour to ensure that the Attraction is open to Guests during our advertised opening hours. However, our hours of operation are subject to change without notice due to weather or operational requirements. We reserve the right to suspend, close the Attraction or to cancel a flight in such circumstances. In the event of such suspension or closure, we shall reschedule flight bookings to an alternative time and/or date. Under no circumstances do we accept any liability for any unavailability, cancellation or closure of the Attraction or any flight.

e) You are responsible for your own personal property whilst on the Premises. We may limit or restrict bags, backpacks, suitcases and other similar items from being taken on board a flight in order to meet health and safety and operational requirements. We reserve the right to inspect any bags or similar items prior to you boarding a flight. Please speak to Guest Relations for assistance.

2.     TICKETS

(a) Tickets can be purchased at the Ticket Office, online through our website at melbournestar.com (Website), at selected ticketing kiosks and from authorised agents. Tickets, gift vouchers and redeemable experiences can be purchased from authorised agents and are subject to the terms and conditions of the authorised agent. Melbourne Star is not responsible for and will not be held liable in relation to any loss or damage arising from the purchase of tickets, gift vouchers or redeemable experiences from authorised third parties or otherwise.

(b) All transactions are processed in Australian Dollars (AUD).

(c) All ticket prices are subject to change without prior notification.

(d) Guests may elect to purchase tickets to a shared Cabin or a Private Cabin.

(e) The number of persons per Cabin may vary and is at the absolute discretion of Management. In general, the maximum capacity per Cabin is up to 20 passengers.

(f) Unless you have purchased tickets to a Private Cabin:

      • Guests travelling as a group may not always be able to travel in the same Cabin;
      • All Guests must proceed appropriately through the queue and board the next available Cabin or as directed by staff. Guests are not permitted to “jump” the queue at any time.

If you fail to comply with the direction of our staff at boarding, you risk forfeiting your ticket.

(g) Guests holding a concession ticket must produce proof of eligibility on request.

(h) Subject to applicable law, there are no refunds or exchanges on any tickets. Unless otherwise stated, lost, damaged or stolen tickets will not be replaced.

Private Cabins

(i) A Private Cabin can only be hired by persons aged 15 years and over.

(j) Guests booked for a Private Cabin must arrive at Guest Relations (the Ticket Office on Level 2) at least 20 minutes prior to their designated flight time.

School Group Bookings

(k) Primary age: We require a minimum of one teacher or supervisor aged 18 years and above for every group of 19 students.

(l) Secondary age: We require a minimum of one teacher or supervisor aged 18 years and above for every group of 19 students.

(m) Please check with Guest Relations (the Ticket Office on Level 2) if there are any other additional terms and conditions which may apply to school group bookings before your flight. 

General Admission tickets and Sights & Lights tickets

(i) These tickets are valid for the period stipulated on the tickets.

(ii) Once your first Sights & Lights flight is redeemed, your second flight must be taken within 30 days and prior to the ticket expiry date if less than 30 days from the redemption of your first flight. 

(iii) All Sights & Lights tickets are non-transferable, non-refundable and not-redeemable for cash.

(iv) These tickets are not valid for any Melbourne Star Special Events. 

Melbourne Star Annual Pass (Annual Pass)

(v) The Annual Pass is available to Australian residents only and requires photo ID. It is not transferable and once purchased is non-refundable.

(vi) The Annual Pass must be redeemed at the Guest Relations desk where your photo will be taken, and your Annual Pass will be issued.

(vii) Holders of the Annual Pass are entitled to the discounts listed on the Website from time to time.

(viii) The Annual Pass cannot be used to purchase tickets on New Year’s Eve, Valentine’s Day, Melbourne Star Package or in conjunction with any promotional offer.

(ix) Gift purchases of the Annual Pass must be purchased in the name of the recipient. 

(x) Replacement cards will incur a fee of $10. Proof of purchase is required.

(xi) Full price general admission adult, child and concession tickets can be upgraded to an Annual Pass at the advertised cost.

(xii) The upgrade cost is listed at the Melbourne Star Retail Shop and the Ticket Office.

(xiii) An upgrade to the Annual Pass is available directly after your flight at the Melbourne Star Retail Shop.

(xiv) No upgrades are available for complimentary tickets or expired Annual Passes.

Melbourne Star Double Spin ticket

(xv) Subject to access and availability, these tickets can be purchased in the Melbourne Star Retail Shop or Melbourne Star Departure Lounge after your first flight and are not available for purchase online.

(xvi) These tickets cannot be purchased, scanned or redeemed 45 (forty-five) minutes prior to the close of Attraction.

(xvii) These tickets may be subject to block out periods and will not be available for sale or for a flight during Special Events and functions, including but not limited to New Year’s Eve, Australia Day evening, fireworks displays, and as otherwise notified by Management.

(xviii) These tickets require the second flight (Double Spin) to be taken immediately after purchase.  

(xix) There are no refunds or exchanges for any component of this ticket.

(xx) These tickets cannot be combined with any other promotional offer.

(xxi) The second flight is non-transferable. 

Melbourne Star Package and Special Events

(xxii) This package is only valid on the nominated date and departure time as confirmed in the booking confirmation. This package is non-refundable and non-exchangeable.

(xxiii) Once this package is booked, cancellation charges outlined in the third party’s commercial catering’s “General and Specific” Terms and Conditions will apply. Cancellations within three (3) business days of departure will incur 100% cancellation fees for the food, beverage and Private Cabin components.

3.    CODE OF BEHAVIOUR

(a) You must comply with these Terms, all rules, directions and safety requirements which apply to Guests riding on the Attraction and/or visiting the Premises. Failure to do so may result in you being removed from the Premises without compensation.

(b) You must obey all reasonable written and verbal directions given by Management and/or staff at all times.

(c) You must not behave in a way which interferes with the safety or enjoyment of other Guests or persons on the Premises. We will not tolerate any offensive, irresponsible or unsafe behaviour, theft or vandalism.

(d) Smoking (including the use of e-cigarettes or similar) is strictly prohibited on the Attraction and at the Premises except in specifically designated areas.

(e) Guests affected by alcohol or drugs will not be permitted entry to the Attraction or to remain on the Premises.

(f) Food or alcoholic beverages purchased at the Premises must be consumed on the Premises and in accordance with the applicable licensing regulations which apply. Private Cabin Guests may pre-arrange dining options as part of their package. No external food or alcoholic beverages may be taken onto or consumed on the Attraction.

(g) Pets or animals of any nature are expressly prohibited on the Premises, except for guide, hearing and registered assistance dogs.

(h) Appropriate clothing and footwear must be worn at all times on the Premises. Persons without shirts or appropriate footwear or wearing offensive clothing will not be permitted entry onto the Attraction or the Premises.

(i) No running is permitted on or in the vicinity of the Attraction or the Premises.

(j) You are prohibited from bringing any weapons or other items onto the Premises or the Attraction which may cause damage to property, injury or distress to other persons. Flares, smoke bombs, flammable, corrosive or dangerous liquids and all glass items are strictly prohibited.

(k) You are allowed entry to the Premises and the Attraction on the basis that if requested to do so, you will allow yourself and your personal belongings to be searched, scanned or inspected at any time. You may be refused entry and your ticket may be cancelled if you fail to submit to a security check upon request.

4.   HEALTH AND SAFETY

(a) We endeavour to ensure a high standard of safety and security for all of our Guests. Health and safety conditions are regularly reviewed both internally and externally by all relevant Victorian authorities.

(b) For health and safety reasons it is important that Guests are able to safely take part and participate on the Attraction. We strongly recommend that persons with existing medical conditions (including serious allergies), who may not be able to participate safely, not ride on the Attraction. We also recommend that Guests who are feeling unwell at the time of their flight or have a fear of heights or enclosed spaces, not ride on the Attraction. You should seek the advice of a qualified medical practitioner beforehand if you are uncertain. Please see our staff at Guest Relations should you require assistance.

(c) We are not able to guarantee an allergen-free environment and may not be able to meet your allergen requirements. We recommend that Guests take any necessary health and safety precautions.

(d) Persons with ambulatory requirements must notify us in advance of their flight so we can ensure appropriate access and assistance can be provided. We recommend guests requiring wheelchair access pre-book their tickets.

(e) Guests with ambulatory requirements must be accompanied and assisted by a capable carer or companion if assistance is required for boarding.

(f) Strollers and prams are not permitted in the Cabins. All other prams and strollers must be stored on Level 2 of the Premises, in the area adjacent to the Ticket Office. Please contact a staff member if you have any questions regarding the use of prams or strollers.

(g) We endeavour to make the Attraction accessible and available to all our Guests. For operational, health and safety reasons motorised wheelchairs and mobility scooters are not permitted in the Cabins. We limit the number of non-motorised wheelchairs to a maximum of 2 per a Cabin and to a maximum of 6 non-motorised wheelchairs on the Melbourne Star at any one time. All wheelchairs must be manually pushed on board the Cabin and may not be driven. Once inside the Cabin, wheelchairs must be parked, and the brake applied and engaged within the designated wheelchair parking zone denoted by floor markings on the south side of the Cabin and remain in that area for the duration of the flight. Please contact a staff member if you have any questions regarding the use of wheelchairs and if you require additional assistance to board.

(h) Guests who are Deaf and/or Hard of Hearing travelling on their own will be provided with a mobile phone to use on their flight. This phone can be used by Guests requiring assistance on the flight to communicate to our staff on the ground and will also be used by our staff to for safety communications from time to time as required.

(i) Children are to be properly supervised by a responsible adult at all times whilst on the Attraction and at the Premises. Children under the age of 18 years, in the company of a parent, guardian, carer or authorised supervisor are permitted in a Private Cabin where alcoholic beverages may be available.

5.   PHOTOGRAPHY AND USE OF EQUIPMENT

(a) The Premises and Attraction are under constant video surveillance for your safety and security.

(b) You may take videos, photographs and sound recordings (Content) whilst on the Premises for your personal use only unless otherwise directed by staff or in accordance with clause 5(d). You may not use any Content for commercial purposes under any circumstances and agree to comply with the instructions of staff in relation to such Content at all times. You must ensure you respect other Guests in relation to these activities at all times.

(c) You acknowledge and agree that your image may be captured at any time whilst on the Premises and may be used by Melbourne Star in our publicity, promotional and advertising materials and for security or other related purposes. You expressly consent to your image or likeness being recorded and used for these purposes and acknowledge that all copyright and related intellectual property rights in these materials vest with Melbourne Star upon creation without attribution, compensation or payment of any kind to you. Please see our Privacy Policy at https://www.melbournestar.com/privacy-policy/for further information.

(d) Any commercial photoshoots, filming or sound recording on the Premises requires the prior written approval from Melbourne Star and is subject to the payment of a location fee.

(e) The use of drones whilst on the Premises is strictly prohibited.

(f) The use of mobile electronic equipment such as telephones, radios, music players and personal stereos that may be restricted or cause annoyance to other Guests is not permitted.

(g) Unless otherwise approved in advance, you may not use large or professional types of video or photography equipment including tripods or freestanding lighting equipment whilst on the Premises.

6.   DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY 

(a) You acknowledge and expressly agree that there are inherent risks in the participation in or on an amusement ride, device or attraction. You, by your participation, accept the inherent risks of which a prudent person is or should be aware. You agree to act in a responsible manner at all times whilst on the Attraction and at the Premises.

(b) Adults / carers are responsible for persons under their supervision at all times.

(c) Whilst Melbourne Star takes all reasonable steps to provide you with a safe and enjoyable experience, subject to applicable law we will not be liable in respect of the loss of life or personal injury to, any person, whether that loss, damage or personal injury is caused by any person’s negligence (including the negligence of Melbourne Star) or otherwise.

(d) The operation of the Attraction may be affected by technical faults and changing weather conditions. In the event a flight is impacted in these circumstances, Guests may be required to remain in the Cabin for an extended length of time until the fault is rectified and/or the weather improves to allow the flight to complete. In some cases Guests may be required to be evacuated. Subject to applicable law, Melbourne Star is not responsible for and will not be held liable in relation to any loss or damage howsoever arising, including for any distress, inconvenience or anxiety caused during the course of any flight or evacuation.

(e) References in these Terms to Melbourne Star include its directors, officers, employees, consultants, agents and affiliates where applicable.

7.    JURISDICTION AND LAW 

These Terms are governed by and must be construed in accordance with the laws of the State of Victoria, Australia. You submit to the exclusive jurisdiction of the courts of that State and the Commonwealth of Australia in respect of all matters arising out of or relating to these Terms, their performance and subject matter.

8.    WAIVER 

If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms.

9.  SERVERABILITY

Each provision of these Terms is severable from the others and no severance of a provision will affect any other provision.

10.   ENTIRE AGREEMENT 

The above Terms constitute the entire agreement of the parties and supersede any and all preceding and contemporaneous agreements between you and Melbourne Star. Any waiver of any provision of the Terms will be effective only if in writing and signed by a Director of Melbourne Star.

11.   CONTACTING US

If you have questions about these Terms, the Website Terms of Use or Privacy Policy, please contact us at [email protected]

12.   DEFINITIONS 

Attraction – means the Melbourne Star Observation Wheel.

Cabin – means the flight capsule attached to the Attraction.

Duty Manager – located at Guest Relations and is the key operations person on duty on the day.

Guest Relations – means the Melbourne Star Management and staff that supervise and manage the Ticket Office.

Management – means those employees, agents or contractors of the Melbourne Star authorised to act as and identified as, managers at the Melbourne Star.

Melbourne Star Departure Lounge – means the departure lounge and cafe area adjacent to the Attraction.

Melbourne Star Retail Shop – means the retail shop located on the Premises. Premises – mean the premises located at 101 Waterfront Way, Melbourne Docklands, Victoria, 3008.

Private Cabin – means a cabin on the Attraction booked for the exclusive use of a group of Guests.

Ticket Office – means the location from which tickets for a flight on the Attraction can be purchased.

 

Last updated: July 2019

 

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